Training Coordinator - Secondment - Jobs in Oakville, ON

Job Description

Our Mission at Pethealth Inc. is to bring vitality to lives… furry and otherwise. This includes pets, and the people who care for them; our employees, our partners, our customers, our business and our communities.Training Coordinator - SecondmentPosition Summary:The Training Coordinator will work closely with the Sales Trainer to facilitate training within the organization and ensure Contact Centre team member skill and customer experience standards are met. The Training Coordinator is a high-energy individual who has a passion for interactive and engaging training strategies for adult learners. They will deliver training both in-person and remotely as required.The Training Coordinator will ensure the company’s Standard Operating Procedures are followed, the optimal customer experience is delivered, and the desired sales and call handling skill sets are demonstrated during interactions with our valued pet parents. The Training Coordinator has leadership skills and can collaborate effectively with Leadership across the organization to create the most relevant, effective, and innovative content. They will report training progress, and skill trends to Contact Center Leadership.The ultimate objective of the role is to train, monitor and work with Contact Centre Leadership to develop our team members, ensure an exceptional customer experience, and implement the skills required to achieve organizational objectives.Job Duties/Responsibilities:

• Design and deliver training for: New hire on-boarding; Ad-hoc and refresher updates for Contact Centre teams on systems, processes, product and other topics as required.
• Design and deliver training in response to metrics and customer trends to help close skill-based performance gaps.
• Design and deliver custom ad-hoc training for other business units across the organization that require Contact Centre overviews.
• Perform call observations, calibrations and coach soft skills, sales behaviours, and customer experience on inbound, and outbound customer interactions.
• Assess training gaps per team (material, delivery methods, length of training, refresher courses, etc.) and consistently improve programs to close them.
• Build custom skills training for individual team members, where requested by Managers.
• Document and maintain contact centre processes for teams to reference in training material as well as the organization LMS.
• Collaborate with department Managers, and other support units to ensure training content is current.
• Coordinate with Workforce Management to ensure Training is scheduled in a manner to avoid negative impacts to Contact Centre service levels and customer experience.
• Provide Contact Centre Representatives, and Leadership progress reports during training, and ongoing reports on call and skill trends identified during call observations.
• Assist Leaders across the organization with call reviews where necessary and report findings to department Managers.
• Stay abreast of the contemporary trends and tools in training and development.
• Other duties as assigned.

Education/Experience:

• Previous experience designing and delivering training and/or coaching.
• Minimum 3 years contact center leadership, and/or training.
• Post-secondary education or equivalent experience
• Previous experience working with e-Learning platforms is an asset.

Required Qualifications (Certifications, Licenses, Software Programs, KSA’s):

• Superior customer service and sales skills.
• Superior communication, public speaking, and teaching skills.
• Excellent time management and organizational skills.
• Strong attention to detail.
• Takes initiative, can work effectively with minimum supervision – and also take direction.
• Highly adaptable, flexible, and has strong interpersonal skills.
• Possesses effective analytical and problem-solving skills.
• Strong keyboarding and PC skills are required in Windows, Microsoft Office (Word, Excel, Outlook)

Additional Qualifications:

• Available to work within all Contact Centre hours of operation: Monday to Thursday 8:00 a.m. to 9:00 p.m., Friday 8:00 a.m. to 7:00 p.m. and Saturdays 9:00 a.m. to 5:00 p.m. EST as well as Canadian and US Statutory Holidays.

Work Requirements:

• Frequent communications, verbal and written.
• Must have stable high-speed internet connection to work remotely.
• Must be able to remain in a stationary position 80% of the time.
• Must be able to read, count and do simple mathematics.
• Be able to lift up to 10lbs. occasionally.
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a phone with headset, calculator, copy machine, and computer printer.

Position Core Competencies and Company Values:Core Competencies Core ValuesAttention to Detail Teamwork is DreamworkCustomer Focus EnergizeInforming Active OwnershipTechnical Learning Make it Fun!Time ManagementWe thank all candidates for their interest.If selected for an interview, you will be contacted by email within 7 business days.Pethealth is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of age, race, religion, disability, gender, sexual orientation or national origin. Accommodations are available upon request for candidates taking part in all aspects of the selection process.Quick Apply

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